Business service management is an approach for linking or metrics of it to business goals to determine the impact on the business.
a. key performance indicators (kpis)
b. critical success factors (csfs)
c. scorecards
d. financials

a) Key performance indicators (KPIs)

Explanation: Key performance indicators are the measurement key for evaluation of the  performance of the organization on the basis of long time period. They help in providing the knowledge about the business's financial achievement , organizational plan, and other factors.

It is creates the factor/goal that should be focused more for improvement of the business.It creates the critical key so that the progress in the achieving the goal evaluated can be done.

Other options are incorrect because critical success factor(CSF) is the factor for achieving successful and positive outcome in business  ,scorecard are for the noting the score of positive and negative factors and financial is the term for the finance and money in the business.Thus the correct option is option (a).

i guess the correct option is letter a.

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